Service Level Agreement.

This Service Level Agreement ("SLA") describes the operational commitments preventionOS makes for the production environment of the Service. This SLA is incorporated into the Master Subscription Agreement ("MSA") between Scottship Solutions LLC ("preventionOS", "we") and the customer organization ("Customer", "you"). Capitalized terms not defined here have the meanings given in the MSA. This SLA is referenced in MSA Section 11.

Service means the production preventionOS platform made available at the Customer subdomain provisioned during onboarding. Available means the Service is materially functioning for the purpose of permitting authorized users to access and use core platform features. Downtime means a period during which the Service is not Available, measured in full minutes, excluding the items listed in Section 7 (Exclusions). Monthly Uptime Percentage means total minutes in a calendar month minus Downtime minutes, divided by total minutes in the calendar month, expressed as a percentage. Service Credit means a credit calculated under Section 4 and applied as a reduction to the next invoice for the affected Service.

preventionOS will use commercially reasonable efforts to make the Service Available with a Monthly Uptime Percentage of at least 99.5% during each calendar month of the subscription term.

If the Monthly Uptime Percentage for a calendar month falls below the commitment in Section 3, the Customer is eligible for a Service Credit calculated as a percentage of the monthly fees paid for the affected Service for that month, as follows. Monthly Uptime Percentage from 99.0% to less than 99.5%: 5% Service Credit. Monthly Uptime Percentage from 95.0% to less than 99.0%: 10% Service Credit. Monthly Uptime Percentage less than 95.0%: 25% Service Credit. The aggregate Service Credit for any calendar month will not exceed 25% of the monthly fees paid for the affected Service for that month.

To receive a Service Credit, the Customer must submit a written claim to sales@preventionos.org within thirty (30) days after the end of the calendar month in which the Service did not meet the Monthly Uptime Percentage commitment. The claim must include the calendar month, the calculated Monthly Uptime Percentage, the impacted Service, and any logs or screenshots that support the request. preventionOS will review the claim, confirm the result, and apply the approved Service Credit to the next invoice for the affected Service.

Service Credits are the Customer's sole and exclusive remedy for any failure of the Service to meet the Monthly Uptime Percentage commitment in Section 3.

The following are excluded from Downtime calculations. Scheduled maintenance windows announced in advance per Section 8. Emergency maintenance required to address a security or data-integrity risk, with notice given as soon as reasonably practical. Outages caused by Customer or by a third party acting on the Customer's behalf, including misconfiguration, abuse, or violations of the Acceptable Use Policy. Outages caused by force majeure events, including disruptions to upstream cloud infrastructure that preventionOS cannot reasonably mitigate, network connectivity outside the preventionOS infrastructure, denial-of-service attacks, government action, natural events, or labor disputes. Beta features, preview features, and anything explicitly designated as not generally available.

preventionOS may perform scheduled maintenance on the Service. Scheduled maintenance will be announced at least seventy-two (72) hours in advance through the Service status page or by email to the Customer's designated administrators. preventionOS targets off-peak hours for prevention work in the United States Eastern and Pacific time zones, where reasonably practical.

preventionOS classifies incidents into severity levels and targets the response times below. Severity 1 (Critical, Service-wide outage or data-integrity issue): initial response within two (2) hours during business hours, four (4) hours outside business hours. Severity 2 (Major, significant feature or workflow degraded): initial response within one (1) business day. Severity 3 (Minor, isolated issue with a workaround): initial response within three (3) business days. Severity 4 (Question or request): initial response within five (5) business days. "Business hours" means 9:00 AM to 6:00 PM United States Eastern time, Monday through Friday, excluding United States federal holidays.

preventionOS publishes the operational status of the Service at a status URL communicated to the Customer during onboarding. Customers who experience an issue not reflected on the status page may report it to security@preventionos.org for security-related issues or to sales@preventionos.org for all other issues.

preventionOS may update this SLA from time to time. Material updates will be communicated to the Customer at least thirty (30) days before they take effect, and will be governed by MSA Section 11(b). Any update will not retroactively reduce service commitments for the current subscription term, and Customers will retain the SLA terms in effect at the start of their then-current term until renewal. Non-material updates that do not reduce a Customer right (clarifications, contact updates, formatting changes) may take effect on posting.

Questions about this SLA can be sent to sales@preventionos.org. Security incidents should be reported to security@preventionos.org.